10-02-2023 11:23 - edited 10-02-2023 11:24
For about a week now I've noticed packet loss on my connection.
Back on Tuesday/Wednesday the automated phone line reported that there was a fault in the area.
I got a text message yesterday morning saying that the fault has been corrected, but nothing has improved. The line no longer reports any faults (like the website).
My 3.1 downstream channel seems to have a really weak signal since this started.
BQM shows little packet loss in the last 24 hours:
I've tried all the obvious things like making sure everything's plugged in and rebooting the Hub 4.
I'm pretty sure this will need an engineer.
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 | 331000000 | 5.199997 | 36.609653 | QAM256 | 25 |
10 | 211000000 | 1.599998 | 36.386890 | QAM256 | 10 |
11 | 219000000 | 2.000000 | 36.386890 | QAM256 | 11 |
12 | 227000000 | 2.500000 | 36.609653 | QAM256 | 12 |
13 | 235000000 | 3.500000 | 36.386890 | QAM256 | 13 |
14 | 243000000 | 4.099998 | 36.609653 | QAM256 | 14 |
15 | 251000000 | 4.000000 | 36.609653 | QAM256 | 15 |
16 | 259000000 | 4.300003 | 36.609653 | QAM256 | 16 |
17 | 267000000 | 4.599998 | 36.609653 | QAM256 | 17 |
18 | 275000000 | 5.099998 | 36.609653 | QAM256 | 18 |
19 | 283000000 | 5.199997 | 36.386890 | QAM256 | 19 |
20 | 291000000 | 5.199997 | 36.609653 | QAM256 | 20 |
21 | 299000000 | 5.300003 | 36.609653 | QAM256 | 21 |
22 | 307000000 | 5.300003 | 36.609653 | QAM256 | 22 |
23 | 315000000 | 5.300003 | 36.609653 | QAM256 | 23 |
24 | 323000000 | 5.199997 | 36.386890 | QAM256 | 24 |
26 | 339000000 | 5.000000 | 36.386890 | QAM256 | 26 |
27 | 347000000 | 4.599998 | 35.779911 | QAM256 | 27 |
28 | 355000000 | 4.699997 | 35.779911 | QAM256 | 28 |
29 | 363000000 | 5.099998 | 35.779911 | QAM256 | 29 |
30 | 371000000 | 5.599998 | 35.779911 | QAM256 | 30 |
31 | 379000000 | 6.099998 | 35.779911 | QAM256 | 31 |
32 | 387000000 | 6.500000 | 35.779911 | QAM256 | 32 |
33 | 395000000 | 6.300003 | 35.595078 | QAM256 | 33 |
34 | 403000000 | 6.000000 | 35.595078 | QAM256 | 34 |
35 | 411000000 | 5.900002 | 35.779911 | QAM256 | 35 |
36 | 419000000 | 6.099998 | 35.595078 | QAM256 | 36 |
37 | 427000000 | 6.500000 | 35.595078 | QAM256 | 37 |
38 | 435000000 | 6.800003 | 35.779911 | QAM256 | 38 |
39 | 443000000 | 7.000000 | 35.595078 | QAM256 | 39 |
40 | 451000000 | 6.900002 | 35.779911 | QAM256 | 40 |
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 | Locked | 36.609653 | 0 | 0 |
10 | Locked | 36.386890 | 0 | 0 |
11 | Locked | 36.386890 | 0 | 0 |
12 | Locked | 36.609653 | 0 | 0 |
13 | Locked | 36.386890 | 0 | 0 |
14 | Locked | 36.609653 | 0 | 0 |
15 | Locked | 36.609653 | 0 | 0 |
16 | Locked | 36.609653 | 0 | 0 |
17 | Locked | 36.609653 | 0 | 0 |
18 | Locked | 36.609653 | 0 | 0 |
19 | Locked | 36.386890 | 0 | 0 |
20 | Locked | 36.609653 | 0 | 0 |
21 | Locked | 36.609653 | 0 | 0 |
22 | Locked | 36.609653 | 0 | 0 |
23 | Locked | 36.609653 | 0 | 0 |
24 | Locked | 36.386890 | 0 | 0 |
26 | Locked | 36.386890 | 0 | 0 |
27 | Locked | 35.779911 | 0 | 0 |
28 | Locked | 35.779911 | 0 | 0 |
29 | Locked | 35.779911 | 0 | 0 |
30 | Locked | 35.779911 | 0 | 0 |
31 | Locked | 35.779911 | 0 | 0 |
32 | Locked | 35.779911 | 0 | 0 |
33 | Locked | 35.595078 | 0 | 0 |
34 | Locked | 35.595078 | 0 | 0 |
35 | Locked | 35.779911 | 0 | 0 |
36 | Locked | 35.595078 | 0 | 0 |
37 | Locked | 35.595078 | 0 | 0 |
38 | Locked | 35.779911 | 0 | 0 |
39 | Locked | 35.595078 | 0 | 0 |
40 | Locked | 35.779911 | 0 | 0 |
41 | 96 | 4K | 1840 | QAM1024 | 759 |
41 | Locked | 33 | -13.0 | 72877150 | 0 |
1 | 23600000 | 44.270599 | 5120 KSym/sec | 32QAM | 10 |
2 | 49600000 | 47.020599 | 5120 KSym/sec | 64QAM | 6 |
3 | 43100000 | 46.020599 | 5120 KSym/sec | 64QAM | 7 |
4 | 36600000 | 45.520599 | 5120 KSym/sec | 64QAM | 8 |
5 | 30100000 | 45.520599 | 5120 KSym/sec | 64QAM | 9 |
1 | US_TYPE_ATDMA | 0 | 0 | 0 | 0 |
2 | US_TYPE_ATDMA | 0 | 0 | 0 | 0 |
3 | US_TYPE_ATDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_ATDMA | 0 | 0 | 0 | 0 |
5 | US_TYPE_ATDMA | 0 | 0 | 0 | 0 |
12 | 10.8 | 43.0 | 2K | QAM128 |
12 | OFDMA | 220 | 53.4 | 0 | 0 |
Answered! Go to Answer
on 13-02-2023 09:44
Hello Daveoc644.
Thanks fort those details.
I have booked the Technician to attend and sent the date by private message.
Can you please let us know how the visit goes.
Gareth_L
on 10-02-2023 13:03
That is low and there is one upstream on 32QAM that is wrong.
Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.
VM will not dispatch any technicians while an area fault exists.
If no area faults found:
The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.
on 12-02-2023 13:36
Hello Daveoc644,
Thank you very much for popping back on our Community.
Can I just apologise for service issues with your broadband.
We can run a few tests from here and check on your equipment.
Sadly it is showing an issue with the downstream power levels, So I will need to send you a private message to gain account access and arrange an engineers visit.
If you can check the purple envelope top right of your screen that would be great.
Regards
Gareth_L
on 12-02-2023 15:10
Going by the roll off looks like there's a component in the line somewhere that tops out at 750 MHz.
If there isn't a very old attenuator in the home and others are seeing the same thing one for access networks.
HFC/CATV components top out at 550, 750, 860, 1000, 1218 and 1800 MHz. When VM did an upgrade in the area to make the room for the 3.1 downstream they may have missed an amplifier so left the customers served by it restricted to 750 MHz. The 3.1 signal is above that so isn't getting amplified with the rest.
on 12-02-2023 15:21
Looks a lot like when the area's network was upgraded a 750 MHz component was left in place leaving the spectrum above partially amplified. Given the 3.1 signal starts at 759 MHz there's going to be a big roll off there.
One for networks.
on 13-02-2023 09:44
Hello Daveoc644.
Thanks fort those details.
I have booked the Technician to attend and sent the date by private message.
Can you please let us know how the visit goes.
Gareth_L
13-02-2023 14:27 - edited 13-02-2023 14:27
@IPFreely wrote:Looks a lot like when the area's network was upgraded a 750 MHz component was left in place leaving the spectrum above partially amplified. Given the 3.1 signal starts at 759 MHz there's going to be a big roll off there.
One for networks.
That's an interesting theory, but we've had DOCSIS 3.1 channels on both downstream and upstream for a long time, and the power levels across everything were always OK until about two weeks ago.
Will have to wait and see what the engineer thinks!